Customer Service Advisor - Remote

WNS; Ipswich; Remote; GBP 10,000 - 40,000; Part time

Job summary

Une entreprise de gestion des processus d'affaires recherche un Représentant du Service Client pour gérer et traiter les réclamations d'assurance. Le candidat idéal doit faire preuve d'excellentes compétences en communication, être capable de travailler dans un environnement de rythme rapide et faire preuve d'empathie envers les clients. Le poste nécessite la flexibilité pour travailler pendant le week-end et les jours fériés.

Qualifications

• Diplôme de secondaire ou qualification inférieure.
• Capacité à gérer des situations stressantes.
• Connaissance des réglementations des assurances souhaitée.

Responsibilities

• Répondre aux appels et gérer les réclamations selon les procédures.
• Assurer un service client efficace et empathique.
• Communiquer clairement et gérer les attentes des clients.

Skills

Communication

Empathie

Gestion du temps

Education

High School diploma

Job description

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a leading Business Process Management (BPM) company. We combine deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions for clients across ten industries. Our services enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital futures and achieve operational excellence.

We offer a comprehensive range of BPM services including finance and accounting, procurement, customer interaction, and human resources, using collaborative models tailored to each client's unique challenges. We work with over 400 clients and a team of more than 64,000 employees.

Job Description

Varied Hours Available:
Weekday evenings: 18:00 – 22:00
Weekday mornings: 07:00 – 09:00
Saturday: 08:00 - 22:00 (6-12 hour shifts)
Sunday: 08:00 - 22:00 (6-12 hour shifts)

Applicants must be able to commit to either Saturday or Sunday shifts plus bank holidays. Flexibility regarding shift times will be discussed during the interview.

Flexibility may also be required during a training period of up to 35 hours per week.

Basic Purpose and Function:
To provide excellent customer service by promptly answering calls, handling claims professionally, and proactively managing claims processes.

Key Tasks:

• Answering calls and signing off calls as per WNS procedures.
• Handling inbound FNOL calls related to motor insurance claims, providing a calm and reassuring experience.
• Gathering accurate incident details, including information about vehicles, drivers, and third parties.
• Ensuring compliance with industry regulations, internal policies, and data protection standards.
• Assessing call urgency, directing calls appropriately, and escalating complex cases.
• Prioritizing workload and managing time effectively.
• Communicating clearly, explaining next steps, and managing customer expectations.
• Supporting distressed customers with empathy and efficiency.
• Negotiating claims settlement within service level agreements and best practices.
• Identifying potential fraud indicators and raising concerns per internal procedures.
• Handling complaints according to company procedures.
• Keeping customers informed about claim status both verbally and in writing.
• Managing administrative tasks, including typing emails and maintaining organized claims files.

Qualifications:
High School diploma or lower qualification.